IAM Cloud incident
Cloud Drive Mapper users may see an error message stating that the licence key cannot be verified - issue now resolved.
IAM Cloud experienced a notice incident on June 4, 2024, lasting 1h 9m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Jun 04, 2024, 07:54 AM UTC
Engineers are working to resolve this issue as a priority and we will provide further updates ASAP. We apologise for the inconvenience. IAM Cloud Technical Support http://support.iamcloud.com [email protected] Phone (UK): +44 118 324 0000
- identified Jun 04, 2024, 08:24 AM UTC
The issue has been identified and a fix is being worked on now. The connection may be restored for users already.
- monitoring Jun 04, 2024, 08:47 AM UTC
A fix has been applied and we're continuing to monitor the service.
- resolved Jun 04, 2024, 09:04 AM UTC
A fix has been applied which appears to have fixed the issue, but we're continuing to closely monitor the service, and will publish an RCA soon.
- postmortem Jun 04, 2024, 02:47 PM UTC
**CDM: service outage 4th June 2024** Today’s service outage was due to technical failure of backend Azure components. We endevour to automate failure responses wherever possible, however, today’s issues required the intervention of an engineer to resolve, which did not occur as quickly as required. Once callout procedures had been invoked, service restoration was effected within expected timeframes. Today’s edge failure scenario has identified that we need to implement deeper monitoring probes for the service backend, work for which is already underway and should complete within the next two weeks. In addition to the tactical improvements already identified, a full RCA is now scheduled per our Critical Incident process. Our upcoming move to a new hosting platform includes usage of High Availability architecture and enhanced monitoring capabilities and will further improve our service resilience and availability uptimes.